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MI / Forecast Analyst

  • Location: West Midlands
  • Salary: Up to £25000.00 per annum
  • Job type: Permanent
  • Sector: BI, Big Data & Analytics
This vacancy has now expired.

My Birmingham based client are currently recruiting a Junior MI / Forecast Analyst who will be a pivotal part of the Forecast & Resource Planning Team. Key deliverables will include but not extensive to ensuring the capacity plan is kept accurate and up to date and ensure model is continuously developed to support ever changing business needs.

There will be a need to support the production of Management Information required to support the operation and contract. Additional data management tasks to assure the integrity, validity and security of the data will also form part of the role, including daily and weekly performance updates and short and long term resource planning to ensure optimum performance of the contact centre, with overall achievement of key service levels at the centre of all planning

This role will be working closely with the cross-functional Automatic Enrolment team, and internal delivery partners.

KEY RESPONSIBILITIES

  • To support the Operational Teams, ensuring forecasts models are produced on a daily, weekly & monthly basis to ensure workload and staffing requirements are reflected accurately.
  • Ensuring outstanding work outside of KPIs is factored and plans in place to mitigate SLA failures whilst working closely with key stakeholders to execute and deliver client SLAs in the most efficient manner.
  • Drive operational improvements across the planning and procurement of call center staffing
  • Track and analyze call arrival and AHT patterns to ensure requirements are optimized to achieve service level goals
  • Analysing performance data and develop insights into business performance vs. Plan
  • Coordinate and plan training requirements and other off-phone activity in partnership with the Training and Management team
  • Production and ownership of daily, weekly and monthly reports for use by operational boards, the senior management team and operation function head.
  • Identifying and highlighting of potential and emerging trends and problems along with proposals for solutions
  • Maintaining appropriate contact with both internal teams and external clients
  • Deputise for the Forecast and Resource Planning Manager in their absence and on any other delegated authority tasks

YOUR EXPERIENCE WILL INCLUDE:

  • 2+ years working in a contact centre environment with exposure to forecasting front and back end channels
  • Advanced Excel with Manual Forecast modelling experience critical
  • Proficiency in the use of WFM software, with Impact 360 being an advantage
  • Demonstrate the use of erlang in resource planning
  • Organized with the ability to work on and run multiple tasks with conflicting deadlines
  • Good understanding of back office resource planning methodologies
  • Previous experience in a resource planning role
  • Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions
  • Ability to develop strong internal relationships and interact and influence at all levels
  • Self-motivated, flexible and responsive to business needs and changes in priorities and deadlines
  • Personally committed to quality, delivery and improvement
  • Strong communication skills both written and verbal
  • Ability to create reports with high visual impact
  • Strong analytical skills and highly numerate
  • Attention to detail and accuracy
  • Strong organizational, planning and time management skills with the ability to priorities multiple tasks, working to challenging deadline

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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